1. Right of withdrawal
Pursuant to Art. 59(c) of the Consumer Code and EU Directive 2011/83, personalised cases are excluded from the right of withdrawal.
2. Returns for defective or incorrect product
If the item arrives damaged or shows a printing error, the customer must open a ticket within 30 days of delivery by sending clear photos of the defect.
We offer, at the customer’s choice:
- free reprint; or
- full refund, including shipping costs.
Returning the damaged product is not required.
3. Procedure
- Write to [email protected] indicating the order number + photos.
- The team verifies within 48 h.
- If approved, a new production or refund is issued within 14 days to the original payment method.
4. Lost shipments
If the tracking shows “lost in transit” or has not been updated for ≥ 10 days, we send a new item at no additional cost.
5. Incorrect address provided by the customer
Orders returned to the sender due to incomplete/incorrect address can be re-shipped at the customer’s expense.